Client Success Director, Fundraising Management

The Client Success Director, Fundraising Management (CSD) opportunity is currently available. This remote opportunity is available to qualified candidates in the United States.

The Client Success Director (CSD) owns and drives the execution of contracts through close coordination with delivery teams. The Client Success Director determines and implements smart, consistent, high-quality, efficient, and cost-effective operating practices towards desired client results, in coordination with their assigned AVP.

The CSD works on a daily basis to develop, monitor, and improve the day-to-day management of an assigned portfolio of fundraising-focused programs through statistical and budgetary performance.

Portfolios consist of projects with a core phone component but may also include other RNL projects, i.e. RNL Text, Direct Mail, Digital Dialogue, ScaleFunder, Journey, and more. Also in certain cases, the CSD is focused on the management and professional development of Engagement Center Directors and Engagement Center Managers.

The CSD coordinates closely with senior consultants when assigned to clients in the portfolio to ensure a strong ongoing relationship with the client and to ensure contract continuation/renewal. (Renewal ownership for offsite/Multi-channel CSDs only).

ESSENTIAL DUTIES/RESPONSIBILITIES: (not limited to)

• Ownership of program/campaign performance metrics including product strategy success, on-time, in-scope, and accuracy of execution for programs reporting in their area.
• Responsible for goal setting, statistical analysis, gross margin, and budgeting for the site Programs.
• Responsible for productivity of marketing campaigns, metrics that include total pledges/total dollars secured, contract completes and/or hours, completes per hour, ROI, and other internal budget metrics.
• Monitoring, measuring, and taking action when performance is not on pace to achieve key metrics.
• Representing the voice of the client and influencing internal stakeholders by promoting a client-centric mindset across the organization.
• Determines strategy plays to be applied to achieve specific client goals determined at transition from sales.
• Drive Client Success metrics with data, agency, and creative services to ensure accuracy and client satisfaction.
• Own all delivery and escalation points for delivery concerns.
• Daily, weekly, and long-term statistical analysis is to be conducted for each program in your portfolio.
• Positively contribute and influence client satisfaction metrics, client account KPIs, and overall client health.
• Must be capable and willing to travel (25-35% travel)

Responsible for oversight of Engagement Centers:

• Hire, develop, and manage new Engagement Center Managers and/or Engagement Center Directors.
• Enforcement of engagement centers' policies and procedures
• Responsible for expense management and budgeting; status updates to be provided on a weekly, monthly, and quarterly basis ensuring the team is tracking program hours accurately
• Regular site visits are required to assigned programs in coordination with the AVP; the number of visits is to be determined based on portfolio
• Devise ways to optimize procedures and keep staff motivated

Required:

• Bachelor’s degree
• 3+ years (in a full-time capacity) working directly in calling centers, project management, advancement, development or college admissions
• Illustrated management experience
• Exceptional time management ability
• Strong supervisory, organizational, and communication skills
• Ability to work in an autonomous capacity, demonstrating professional and self-motivated qualities that enable the achievement of goals
• Ability to analyze statistics and offer insight into statistical trending of call center/project
• Strong working knowledge of MS Office products
• A demonstrated ability to learn new software quickly
• Entrepreneurial skills and the ability to take ownership of calling centers, utilizing innovation and creativity to advance and improve productivity, are essential
• Provide effective follow-up and follow-through regarding individual and team performance
• Ability to reduce issues to core elements, and develop solutions using problem-solving and analytical skills
• Capable and willing to travel when needed (25-35% travel)
• Ability to maintain and work in a remote home office
• Must be able to work in an environment where the noise level is moderate
• This job operates in an office setting and routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets
• This is largely a sedentary role; Infrequent light physical effort is required (minimum of five pounds)

Preferred:

• Managerial or leadership experience working directly with two or more higher education fundraising-focused engagement calling centers

RNL is an equal-opportunity employer, and we are committed to fostering an inclusive and accessible work environment. If you require any accommodations during the application or interview process, please reach out to us here.